Incident Manager

Vonage Engineering Mission: Vonage London is the emerging leader in the $100B+ cloud communications platform (CPaaS) market. Customers like Airbnb, Viber, Whatsapp, Snapchat, and many others depend on our APIs and SDKs to connect with their customers all over the world. We have seen a lot of growth within the Healthcare and Education sectors. As businesses continue to shift to a real-time, customer-centric communications model, we are experiencing a time of impressive growth.

Why this role matters

We take the availability and reliability of our services seriously. Whenever we have issues with our platform, our customers suffer and we feel that too. As part of the Business Resiliency team you will be key in driving speedy and successful remediation of incidents related to service interruptions or otherwise degraded customer experience. 

We are looking to hire highly motivated technical talent that will step up and have an impact, as our platform processes circa 1 billion API calls per month. 

What you'll do

• Ensure the smooth-running of highly technical incidents:
• Drive high levels of engagement from initial triage to active investigation, impact mitigation and problem remediation.
• Work in partnership with global teams to identify problems either as a result of or in prevention of an incident. 
• Communicate knowledgeably and with confidence, broadly and effectively across both technical and business audiences including executive leadership. 
• Identify feature and process gaps and prioritise and fix them.
• Train individuals and teams in Incident Management processes.
• Facilitate post-incident reviews:
• Conduct post-incident retrospective meetings, identifying and supervising follow-up actions. 
• Oversee the timely publication of root cause analyses within the organisation as well as with Vonage-internal and external partners.
• Collaborate with Product, Business, Engineering and Support teams to ensure impacts are multi-functionally understood and remediation efforts completed. 
• Report on incident outcomes
• Maintain outstanding incident records.
• Publish reports (top issues, critical metrics) demonstrating the health and efficiency of the Incident Management program.
• Contribute to business stability meetings.

What we value:

Being disruptive. Getting things done. With smart people. Enjoying knowing that the work we do is having a global impact by enabling never before imagined communications.

We have big goals, and we want the people who join us to be self-confident, focused on customers and delivery, and who are structured and committed in their approach. We iterate quickly, we fail fast, we take smart chances. We value those who will help us continue this spirit

Values matter at Vonage. We are on a mission to bring value for consumers and enterprises through global cloud based communications.

But just as important as delivering value is how we deliver that value.

We believe in integrity. Both personally and professionally. We believe in empowering our employees and are actively seeking entrepreneurs in training who want to help build something larger.

We have gotten to this point by being committed, passionate, and focused on getting things done. We need more people like us. If this appeals to you then we encourage you to apply.

What you'll bring

• Proven history in Incident Management in production environments
• 3 years+ experience in technical project/program management within agile teams is highly desirable.
• Organised, analytical mindset, with a strong technical background
• An understanding of restful APIs, distributed systems development and monitoring tools; completed training in AWS Fundamentals is highly desirable.
• Ability to accurately and meaningfully communicate problem statements, status and impacts in relation to the customer experience.
• A data-oriented, critical thinker who can adjust focus over the course of an investigation; mitigation in the short term, and thoughtful analysis and remediation in the longer term.
• Strong data analysis skills (GSheets experience preferred; Excel, Tableau, Kibana and Jira experience is a plus)
• A keen interest in new technologies and willingness to research and self-study to keep technical skills relevant
• Ability to adapt in a positive manner to changes in business priorities, scope and level of engagement required.
• Self-directed, demonstrates leadership skills, and values team building.
• Forward-thinking decision-maker that optimally balances risks and benefits for the greater good.

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Last updated on Aug 22, 2024